How to Complain

You may be good at complaining about items that aren't quite right. If not, then you almost certainly know someone who is. But in most cases, it's not persuasion that gets redress – it's having the law on your side.

How to Begin Your Complaint

If you have a problem, the place to begin is always where you purchased the item. It doesn't matter which retailer sold it to you, legally the goods they sell must fit the description they give you, be of acceptable quality, fit for the purpose for which they're intended, come with reasonable installation or assembly instructions, and they must match any samples you're shown beforehand. These are your rights as a shopper, and they're guaranteed by the Sale of Goods Act 1979. If what you've bought doesn't comply with the law, the retailer must do one of three things:

Replace the item

Repair it

Give you a refund

You can complain to the manufacturer if there's a problem with the item (and this is a good idea if there's a guarantee), but, really, it's the retailer's responsibility, even if you've been misled about an item by a manufacturer's ad.

However, that doesn't give you carte blanche to return things. If you're taking something back simply because you don't like it or it doesn't suit you, the retailer's under no obligation to do anything.

Exclusion Notices

Some retailers post notices in their shops in an attempt to stop people returning merchandise – you'll almost certainly have seen signs like 'No responsibility will be accepted for goods once they have left the store'. These are called exclusion notices, and the intent is to make you believe the retailer has no liability for the merchandise.

But can they apply this under the law? With one exception, the answer is no. They only apply if the notice is part of the contract of sale. Once you sign a contract, then you're bound by it. Even then, if the retailer misrepresents the item, your rights apply.

Further Action

In most cases, a complaint to the retailer, if they're in breach of the Act, will bring a quick resolution. But there will be instances when that doesn't happen. What can you do then? Many retailers belong to trade associations, and they might be able to help, or check industry codes of practice that might apply to the retailer.

Your local Trading Standards officer is another alternative. Trading Standards officers are there to help consumers, and they'll go after the retailers they believe to have persistently traded unfairly. You can also try the local authority; it has a number of powers, through Trading Standards and Environmental Health Officers, to crack down on bad traders.

If that doesn't work, try arbitration. Failing that, your last resort is to take the retailer to court. This would probably be small claims court, certainly if the value of the item is less than £5,000. However, first you should write a 'letter before action' to the retailer, setting out the settlement terms you'll accept. If that brings no response, then start your action.

Purchased oak coloured laminated flooring from retailer who fitted it over a large area. 7 years on theends of some planks have faded at an angle, almost to white in some cases. We have maintained the floor strictly in line with the 25 year manufacturing guarantee however despite this the retailer says the manufacturer is offering £400 which is a ridiculously low amount copmpared to the price of replacing it all. Retailer has verbally advised the manufacturer is aware it's a known fault. Where do we stand if the manufacturer insists on replacing the faultyplanks only?

Nik - 20-Feb-19 @ 8:15 PM

I bought an engagement ring from hsamuels in February 2018 and my partner just noticed 1 stone missing a couple of weeks ago. We handed the ring back to the retailer to be repaired and they have taken it. After a week or so they rang saying that they can see damage marks therefore we have to pay £122 for it to be repaired. Now my partner is pregnant and works a desk job and doesn't do anything physically challenging for a stone to get damaged on the ring. Where Do we stand?

Kel - 6-Jul-18 @ 10:22 AM

Hopey- Your Question:

I bought a small oplya oven, sits on my work top, after 3 weeks it made a loud bang and sparks came out the bottom of it singing my worktop!! I returned it in its original packaging and received a replacement, but the seller is refusing to compensate me to fix this section of worktop that is damaged. How do I take this further, I’m disgusted with them :-(

Our Response:

Under consumer rights legislation the retailer is responsible for replacing the item or refunding you. If you want compensation for damage caused you may have to pursue this as a civil action via the courts. First of all, write to manufacturers to see if they are willing to pay for any damage.

ConsumerRightsExpert - 21-Mar-18 @ 12:38 PM

I bought a small oplya oven, sits on my work top, after 3 weeks it made a loud bang and sparks came out the bottom of it singing my worktop!! I returned it in its original packaging and received a replacement, but the seller is refusing to compensate me to fix this section of worktop that is damaged.How do I take this further, I’m disgusted with them :-(

Hopey - 19-Mar-18 @ 6:52 PM

Issa - Your Question:

Bought new world cooker from Currys about week ago. Engineer installed it and everything seemed fine except one thing. My daughter (1 year old) easely can open oven. I called the store but they told that they do not accept cookers for return if they installed. What can I do in this situation?

Our Response:

This is correct, a store is not obliged to accept returned items unless they are faulty. You can buy child locks for ovens, if you really think your toddler will be left unattended in the kitchen while the oven is on.

ConsumerRightsExpert - 9-Mar-18 @ 12:30 PM

Bought new world cooker fromCurrys about week ago. Engineer installed it and everything seemed fine except one thing. My daughter (1 year old) easely can open oven. I called the store but they told that they do not accept cookers for return if they installed. What can I do in this situation?

Issa - 8-Mar-18 @ 1:57 PM

hmsw - Your Question:

A shiny, white kitchen dining table purchased from Harvey's 15 months ago has started to show small bubbles on the surface which eventually split and leave a small chip in the surface. Only used with mats by 2 adults so it seems to be a problem with the actual coated surface. Concerned this will only get worse and leave table unusable in appearance. Letter of complaint sent to Harvey's and they have said they need an report about this problem before they will consider any action.Is that my responsibility? I will have to pay a significant sum I guess for this which I feel is not fair and just trying to discourage a complaint. Any advice appreciated. Kind regards

A shiny, white kitchen dining table purchased from Harvey's 15 months ago has started to show small bubbles on the surface which eventually split and leave a small chip in the surface. Only used with mats by 2 adults so it seems to be a problem with the actual coated surface.Concerned this will only get worse and leave table unusable in appearance. Letter of complaint sent to Harvey's and they have said they need an report about this problem before they will consider any action.
Is that my responsibility? I will have to pay a significant sum I guess for this which I feel is not fair and just trying to discourage a complaint.
Any advice appreciated. Kind regards

hmsw - 16-Sep-17 @ 10:52 PM

I purchased a leather la z boy suite from scs 2 years ago. I paid £349 for a 5 year warranty and 1 of the chairs has started sagging and the springs have dropped.
We had someone out from the insurance company but the say this part of the chair isn't covered
Is there anybody else to go to please?

Lady M - 14-Jul-17 @ 5:42 AM

i brought a high end computer chair within 5 months a fault with arm rest has apeared the screws into the base of the chair do not sit true on one side the company advertise this as a high end product they have offered to send me another seat i am then expected to dismantle and reassemble the chair myself i am not happy with this am i entitled to a replacement chair

alison - 7-Mar-17 @ 8:30 PM

Hi
I bought a new kitchen tap and had it installed by my own plumber.Within a few weeks it started leaking and my plumber advised that it was the inside of the tap that was faulty.The shop replaced the inside (but stated that they were only replacing it free as a gesture of good will as it must have been dirt that caused it to fail) and my plumber fitted it.Now several months later, but still under a year since I purchased the tap originally, it is leaking again.What comeback on the tap do I have. Can I expect the shop to replace the tap and can I expect them to fit it for me as my own plumber will charge me again.On reading the reviews of the particular tap there seems to be an issue with it leaking.
Any advice welcome.

ABK - 27-Jan-17 @ 9:16 AM

I bought a 2x2leather sofas from dfs in Aberdeen I received my sofas on 20 September. 2016and cost me 2075£i paid for it off my bank card in full now one of the sofas seems to be sagging the assistant manager came to see the sofa and took pics of sofa he is saying it's just the leather softening which none of the rest are doing it and every chair is sat on he got back to me today and manufacturer. Say the same if I take my throw off the sofa it is noticeable. I am not happy at all I told as manager I was going to citizen advice and all he said there was nothing they can do can I go further with this thank you

Lauren - 12-Jan-17 @ 2:39 PM

Hi bought a hobb and oven work for a week both pack in they sent a man out he tried to say it was my wiring I paid to elections to look at the wireing at my cost they said it was OK the sent out a nother hobb and hives on Xmas eve the same ones cook Xmas dinner went for a mother week they went the same way I was so feed up I went out and bought a another hobb and oven this one working great can I ask for my money back as I paid 300 ponds for it and I had to pay another 370 ponds for the you one I am out of pocket

Doyley - 11-Jan-17 @ 7:19 PM

Hi bought a hobb and oven work for a week both pack in they sent a man out he tried to say it was my wiring I paid to elections to look at the wireing at my cost they said it was OK the sent out a nother hobb and hoven on Xmas eve the same ones cook Xmas dinner went for a mother week they went the same way I was so feed up I went out and bought a another hobb and oven this one working great can I ask for my money back as I paid 300 ponds for it and I had to pay another 370 ponds for the you one I am out of pocket

Doyley - 11-Jan-17 @ 7:16 PM

We purchased a 4 piece sofa suite(a 4 seater, two arm chairs & a footstool) from DFS in June 2016. We have been having problems with the 4 seater ever since we received it. Shortly after the delivery, the sofa's frame was found to be snapped into two. Below are the courses of events.
04/06/2016 Order placed
29/06/2016
- Sofa delivered
- Reported that the sofa squeaks
05/07/2016
1st Inspection - for squeaks
- Inspector(1) performed a visual inspection and no faults were found.
09/07/2016
2nd Inspection - for squeaks and bent supporting feet(we have photo to prove)
- Frame found out to be snapped into two(we have photo to prove)
- Inspector(2) attached one piece of timber each to the parts were snapped.(we have photo to prove). Supporting feet are attached to these broken frames. He also raised the feet about 2-3 cm above the floor.
07/10/2016
3rd Inspection - for squeaks and lowered supporting feet
- The repaired frames had sunk. The supporting feet under the sofa were touching the floor when there is weight on the sofa.
- The inspector(2) did not open the dust sheet to inspect the interior, just filled the gap between the floor and supporting feet with washers so it doesn't tap when someone sits on it.
28/10/2016
- Now the sofa is rocking when someone sits on the sofa, especially when try to change positions, two of the corner feet wobble and they make the sofa wobble too.
- A complaint email sent to Store Manager
5/11/2016&23/11/2016
- Spoke with the SM on two occasions and could not reach an agreement.
For the past 6 months, we have been extremely patient and done nothing but cooperate with them. It wasn’t our fault that the sofa was damaged in the first place but we agreed to have it repair - just to save the hassles and time for waiting for a new to be made. How wrong were we!
The Store Manager and Customer Service both offered a further inspection. But we declined for the following reasons:
1. The inspector(2) was dishonest and unprofessional. He did not report back the first/major repair he did. And according to the second conversation we had with the store manager, inspector(2) could not remember about the repair(s). I cannot help but wonder how many snapped sofas he had repaired in his career. He had been in our house TWICE in total!!
2. The Store Manager was rude and abrupt. He ignored our proofs, facts and figures and had no interests in what we had to say. He said to me that he could not accept our photos as proofs. We had already gone through the inspection procedure previously therefore asked for a replacement from him but he said we have to go through it again with him as HE had not dealt with us before.
3. Some of your inspectors are incompetent. As a result, the damage/fault was missed by the first inspection.
4. Perform further repairs is no difference than putting up scaffolding on a house that is already collapsing. It does not resolve the underlying problem.
Were we wrong to accept a repa

DFSsofacomplaint - 16-Dec-16 @ 8:13 PM

We purchased a 4 piece sofa suite(a 4 seater, two arm chairs & a footstool) from DFS in June 2016. We have been having problems with the 4 seater ever since we received it. Shortly after the delivery, the sofa's frame was found to be snapped into two. Below are the courses of events.
04/06/2016 Order placed
29/06/2016
- Sofa delivered
- Reported that the sofa squeaks
05/07/2016
1st Inspection - for squeaks
- Inspector(1) performed a visual inspection and no faults were found.
09/07/2016
2nd Inspection - for squeaks and bent supporting feet(we have photo to prove)
- Frame found out to be snapped into two(we have photo to prove)
- Inspector(2) attached one piece of timber each to the parts were snapped.(we have photo to prove). Supporting feet are attached to these broken frames. He also raised the feet about 2-3 cm above the floor.
07/10/2016
3rd Inspection - for squeaks and lowered supporting feet
- The repaired frames had sunk. The supporting feet under the sofa were touching the floor when there is weight on the sofa.
- The inspector(2) did not open the dust sheet to inspect the interior, just filled the gap between the floor and supporting feet with washers so it doesn't tap when someone sits on it.
28/10/2016
- Now the sofa is rocking when someone sits on the sofa, especially when try to change positions, two of the corner feet wobble and they make the sofa wobble too.
- A complaint email sent to Store Manager
5/11/2016&23/11/2016
- Spoke with the SM on two occasions and could not reach an agreement.
For the past 6 months, we have been extremely patient and done nothing but cooperate with them. It wasn’t our fault that the sofa was damaged in the first place but we agreed to have it repair - just to save the hassles and time for waiting for a new to be made. How wrong were we!
The Store Manager and Customer Service both offered a further inspection. But we declined for the following reasons:
1. The inspector(2) was dishonest and unprofessional. He did not report back the first/major repair he did. And according to the second conversation we had with the store manager, inspector(2) could not remember about the repair(s). I cannot help but wonder how many snapped sofas he had repaired in his career. He had been in our house TWICE in total!!
2. The Store Manager was rude and abrupt. He ignored our proofs, facts and figures and had no interests in what we had to say. He said to me that he could not accept our photos as proofs. We had already gone through the inspection procedure previously therefore asked for a replacement from him but he said we have to go through it again with him as HE had not dealt with us before.
3. Some of your inspectors are incompetent. As a result, the damage/fault was missed by the first inspection.
4. Perform further repairs is no difference than putting up scaffolding on a house that is already collapsing. It does not resolve the underlying problem.
Were we wrong to accept a repa

DFSsofacomplaint - 16-Dec-16 @ 8:08 PM

Hi, I bought a sofa from a high end retailer costing £8,500 and that was in a sale with 25% discount. I received it on the 3rd June 16 and after 2 weeks the leather was already looking very tired so I complained about this via email but was told it was the nature of the sofa. I wasn't told this when I bought it and purposely stated I wanted a higher grade leather so this wouldn't happen. I lived with that reply but it's always niggled at me but now its starting to creak badly from one side and looking like an old sofa already. Also to mention I live alone and work away 6 months a year so the sofa has had very little use since it was delivered in June. Do I have any recourse and if yes how should I go about it.

Helvie - 14-Dec-16 @ 10:49 PM

We have just had our bathroom fully refitted. After a couple of weeks we noticed a small crack in the new shower tray. I have notified our supplier of the fault, and they say they will replace the shower tray, or they will get it repaired, but they will not pay for the labour and replacement tiles that would be needed to change the tray. I am reluctant to get a repair on a brand new shower tray.If the supplier then offers us the repair, do we have to take it? or can we legally insist that they fund the replacement new one and the consequential losses we incur in the labour and new tiles required?
Am I being unreasonable not to want the repair?I am also concerned that if we do say yes to the repair and then the crack returns, by repairing it would have consequences on the manufacturer product warranty, but additionally that the fault could return after we have had the shower tray in for 6 months - and if this was the case would we then have lost our rights to legally demand they pay for the consequential losses as well as the direct loss of the shower tray?

Lys - 9-Dec-16 @ 10:44 AM

We have just had our bathroom fully refitted. After a couple of weeks we noticed a small crack in the new shower tray. I have notified our supplier of the fault, and they say they will replace the shower tray, or they will get it repaired, but they will not pay for the labour and replacement tiles that would be needed to change the tray. I am reluctant to get a repair on a brand new shower tray.If the supplier then offers us the repair, do we have to take it? or can we legally insist that they fund the replacement new one and the consequential losses we incur in the labour and new tiles required?
Am I being unreasonable not to want the repair?I am also concerned that if we do say yes to the repair and then the crack returns, by repairing it would have consequences on the manufacturer product warranty, but additionally that the fault could return after we have had the shower tray in for 6 months - and if this was the case would we then have lost our rights to legally demand they pay for the consequential losses as well as the direct loss of the shower tray?

Lys - 8-Dec-16 @ 2:19 PM

We have just had our bathroom fully refitted. After a couple of weeks we noticed a small crack in the new shower tray. I have notified our supplier of the fault, and they say they will replace the shower tray, or they will get it repaired, but they will not pay for the labour and replacement tiles that would be needed to change the tray. I am reluctant to get a repair on a brand new shower tray.If the supplier then offers us the repair, do we have to take it? or can we legally insist that they fund the replacement new one and the consequential losses we incur in the labour and new tiles required?
Am I being unreasonable not to want the repair?I am also concerned that if we do say yes to the repair and then the crack returns, by repairing it would have consequences on the manufacturer product warranty, but additionally that the fault could return after we have had the shower tray in for 6 months - and if this was the case would we then have lost our rights to legally demand they pay for the consequential losses as well as the direct loss of the shower tray?

Lys - 8-Dec-16 @ 1:51 PM

We have just had our bathroom fully refitted. After a couple of weeks we noticed a small crack in the new shower tray. I have notified our supplier of the fault, and they say they will replace the shower tray, or they will get it repaired, but they will not pay for the labour and replacement tiles that would be needed to change the tray. I am reluctant to get a repair on a brand new shower tray.If the supplier then offers us the repair, do we have to take it? or can we legally insist that they fund the replacement new one and the consequential losses we incur in the labour and new tiles required?
Am I being unreasonable not to want the repair?I am also concerned that if we do say yes to the repair and then the crack returns, by repairing it would have consequences on the manufacturer product warranty, but additionally that the fault could return after we have had the shower tray in for 6 months - and if this was the case would we then have lost our rights to legally demand they pay for the consequential losses as well as the direct loss of the shower tray?

Lys - 8-Dec-16 @ 1:06 PM

My dad bought a cooker 3 years ago everything works perfect exept the glass topthe paint has came offon the corner and its rustytheres a gap whuch water can get through my dads 79he had to buy a new cooker as he was scared it might blow upbeko says its due to the cleaner he uses that its rotted the seal and painti disagree i have pictures what can we do

Ann - 8-Dec-16 @ 12:51 PM

Kou - Your Question:

Hi, I purchased a sofa from Habitat three years ago in Feb 2014 and it has already being repaired by one of their independent repairers and the same issue has occurred again.I have spoken to Habitat and they have advised that our only option is to get it repaired again.Could you please advise what our rights are.Many thanksKoulla

Our Response:

Because it's already 3 years since you purchased it, you should accept any offer of a repair.

ConsumerRightsExpert - 17-Nov-16 @ 11:56 AM

Hi, I purchased a sofa from Habitat three years ago in Feb 2014 and it has already being repaired by one of their independent repairers and the same issue has occurred again.I have spoken to Habitat and they have advised that our only option is to get it repaired again.Could you please advise what our rights are.Many thanksKoulla

Kou - 16-Nov-16 @ 12:11 PM

Julie Yarham - Your Question:

I purchased dining table and four chairs on eBay July 2016,in November one of the chairs collapsed just as my husband went to sit down could of injured himself fortunately he didn't when I contacted the retailer he said there's nothing he can do as it's out of the 90 day warranty and says he's only following eBay rules can his guy get away with this? Spending £500 for something that last 4 months.

Our Response:

Was this an ebay trade seller? The registered businesses have to comply with consumer rights rules. if an item is faulty and it's still within 6 months since purchase, you should be offered a repair or replacement. Raise a dispute with eBay and quote the 2015 Consumer Rights Act. If it was a private sale there's not much you can do unfortunately.

ConsumerRightsExpert - 10-Nov-16 @ 9:50 AM

I purchased dining table and four chairs on eBay July 2016,in November one of the chairs collapsed just as my husband went to sit down could of injured himself fortunately he didn't when I contacted the retailer he said there's nothing he can do as it's out of the 90 day warranty and says he's only following eBay rules can his guy get away with this? Spending £500 for something that last 4 months.

Julie Yarham - 9-Nov-16 @ 7:54 AM

I bought a sofa from Harvey's not quite 3 years ago, I found about 12 staples protruding (points side in) along the arm so I called Customer services they sent out an independent upholsterer who repaired the whole of the arm however the report states manufacturers fault as staples are substandard quality and so I am concerned that the rest of my sofa has obviously got substandard staples and now I have to check each time I sit down that I am not going to get stabbed, the customer services are not taking this seriously and I have been told by trading standards that they are concerned about the safety of my sofa, so I contacted customer services again, I feel like they just don't care, what can I do?

cp1000 - 15-Oct-16 @ 10:12 PM

N - Your Question:

Hi thank you for your response. I managed to get the issue resolved by speaking to a manager, complaining about the poor service and detailing my rights as you advised. The matter has now been resolved and I have been refunded !

Our Response:

That's great. Well done!

ConsumerRightsExpert - 6-Oct-16 @ 12:08 PM

Hi thank you for your response. I managed to get the issue resolved by speaking to a manager, complaining about the poor service and detailing my rights as you advised. The matter has now been resolved and I have been refunded !

N - 4-Oct-16 @ 10:26 PM

N - Your Question:

Hi I purchased a washing machine from next I am within the 14 day warrantee. Originally next dispatched the wrong model however redelivered the following day the correct model. I did not have a connection with the initial order however Next negotiated free delivery and connection. Upon installation of the 2nd machine my wood floor was scratched on entrance to my flat. The washing machine connected and a short test run completed however ended before the engineer left the property. I have retested under the manufacturers guidelines however some function does not work. I would like to have the machine returned under the returns policy. Next are stating the manufacturers are liable and need to conduct an inspection. Am I able to refuse this with the notion that my contract is with Next and not the manufacturers. They mentioned I am within the first 30 days so the manufacturers are liable as the washing machine has also been connected and used. By this they are referring to the test run which they are obliged to complete irrespective as to whether a fault was detected during its first operation. I have refused a manufacturers visit and would like a refund. What are my rights given I am within 14 days for a full refund? The Next terms and conditions do state that if connected and the washing machine develops a fault a manufacturers visit will be conducted. Am I am obliged under consumer law to have a manufacturers visit? Can I opt out? like the above contributor with the mattress this will cause me a major inconvenience as I work full time. What are they talking about in regards to 30 days? I have been disappointed with the service delivery since the initial delivery I no longer want to do any business with next directory appliances and want to terminate the business contract. Please please advise what my rights are I no longer want this washing machine. Thanks

Our Response:

No, Next is not necessarily complying with your consumer rights. If you have to wait for a manufacturer's visit you are being inconvenienced and the time in which you could receive an automatice refund is diminished. If an item is faulty within 30 days you can claim a full refund. The responsibility lies with the retailer, it's up to them to take it up with the manufacturer afterwards if they want to.
Send a letter to Next telling them that they are in breach of the Consumer Rights Act 2015, that you are rejecting the washing machine and are requesting a refund for the sum paid by you. Let them know that you will pursue a claim in the county court if a satisfactory settlement is not reached within a 1 week.